Incident IQ comes with standard models, issues, and category names. However, these may not be the best fit for your district, especially if you and your users are already used to the words and phrases used in other systems. iiQ comes equipped with a custom naming feature, allowing you to change the terminology used in assets and tickets to better meet your district’s individualized needs. This feature can be used to update any of the following categories:
Ticket Category: Change the name of a ticket wizard category (e.g., Devices / Hardware, Provisioning, Other Requests, etc.)
Model: Change the name of a specific device model (e.g., Chromebook 11 3189, HP Chromebook 11 G5 EE, Dell Chrome 11 3189, etc.).
Model Category: Change the name of a category of models (e.g., Laptops, Chromebooks, Computers, etc.).
Issue Category: Change the names of the Devices/Assets, Software/Online System, and Network/Wifi ticket categories.
Issue Type: Renames all issues. (Example: Issue not listed renames it everywhere it appears in tickets in all issue categories.)
Issue: Selective renaming of issues under a specific issue category (Example: Issue not listed ONLY under an issue category Desktops > Power issues category.)
Select Administration > Custom Names from the left navigation bar to access the custom names page.
Creating Custom Names
You can create a new custom name by selecting the + New Custom Name icon in the top-right corner of any category.
Each custom name is explicitly tied to the category it is created in.
You will be presented with two fields to fill out:
The Match field is the standard terminology in iiQ that you wish to replace
The following Custom Name field is where you will enter what you want to replace the Match field item with.
Example: To make the ticket submission process easier for teachers, I would like to change the “HP Chromebook 11 G5 EE” to “Student Chromebook” in the ticket submission, as these are only given to students. To accomplish this, I would enter “HP Chromebook 11 G5 EE” in the Match field and “Student Chromebook” in the Custom Name field.
It may take up to fifteen minutes for changes to take effect.
Editing Custom Names
You can edit an existing custom name by selecting Edit on the right-hand side of any saved custom name and reopening the Match and Custom Name fields for editing.
It may take up to fifteen minutes for changes to take effect.
Deleting Custom Names
You can delete an existing custom name by selecting Delete, located on the right-hand side of any saved Custom Name. This will revert all instances of this custom name in iiQ to the default terminology.
It may take up to fifteen minutes for changes to take effect.
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Hannah Bailey - Director, Customer Engagement